Hi,
I’m in a 5-day long discussion with something which feels like an AI payments processing network. No answer is the same and none is helpful: it just repeatedly suggests trying again in different words.
If anyone had such experience and actually found a way to complete pre-order, could you please share a solution?
Thanks in advance.
So what issue do you have with the order? Payment not going through or something else?
payment was declined. Contacted my bank, got them prepared to allow it no matter what, but cannot try the payment again.
The problem is that I cannot reach someone (or something) intelligent enough to get me the “complete the payment” page: I just get a pink error message “Your payment was not successful, please try again”. And no way to actually “try again”: no list of payment methods, no button “complete payment”, just that pink message and the framework homepage underneath.
At this point it does not matter what my credit card is or how well my bank works. I simply cannot retry the payment!
I did not register an account (ordering did not require that). I’m not sure if I did now: is the forum access linked to a Framework account?
I also never let framework.space to store cookies, so there is nothing to delete.
Starting an order from scratch would probably mean waiting the next batch, and I already did for almost a month. By now I’m not sure a Framework laptop is actually worth the bother. The whole experience has been so far as bad as ordering from Lenovo, except those didn’t sound like an LLM.
Oh, sorry about “framework.space”. While I remember seeing it somewhere, I just checked and it actually is “frame.work” everywhere.
I tried to buy a DIY 13" Ultra 7, which was placed in batch 3.
But the rest (account and cookies) got me thinking:
I did not registered account, true. And the deposit went without problems, also true.
But in the middle of the order confirmation email (the very first email I got from Framework) was a link to see the “order details [below] or in your Framework Account”. That last was a link, which got me to a half-registered account: the password had to be set.
I just tried to set the password, which I think worked, and updated my credit card (using the same card number), which also did something (the bank asked me to approve transfer of 0.00 EUR to Framework).
Unfortunately, nothing else happened: no attempt to transfer the rest of the amount, no button to complete the payment, none of the links from emails with support worked (same pink error).
Yes, that’s because we do not provide support via community forums 
for OP’s situation, I see that our team (not AI) reviewed the situation and informed them accordingly, roughly 2 hours ago.
What you were “told off” for is encouraging people to use the Community Forum for official support. I will continue to tell you off for this!
It’s not that you shouldn’t tag Framework employees, it’s that the Community Forum is not an official support affordance.
From that perspective, telling people to find Framework employees on their own and them PM them is the same as pinging them directly in a thread.
And to finish the discussion, “they” were “accordingly informed” of being too “risky” by cancelling the order.
The deposit was returned (at least I see an incoming transaction), but (speaking of “risky”) the notification email referenced wrong card number. Must have been a diversion for them criminals.
This is the first time I had my order cancelled. I somehow managed to create a dangerous situation from Germany, using a german banks credit card.
Since I managed to get the attention of Framework employees: is there a way to remove the Framework account or do I have to spam-forward the sender?